If you’re wondering about AI-assisted service desks, this article and the videos it links to are for you. Discover how AI-assisted service desks transform ITSM, especially for lean teams – improving speed, experience, and scalability across the business.
Akshay Anand, Lead Architect for the ITIL update, gives the lowdown on ITIL 4: the new service value system, the four dimensions, the updated guiding principles originally found in ITIL Practitioner, and the change from processes to practices. ITSM changed with ITIL 4, and it will continue to change. This article covers what practitioners still need to know.
No matter where an employee is, they expect consumer-grade speed and simplicity. However, their issues are increasingly intertwined with complex networks of devices, SaaS applications, VPNs, and networks that you may not fully control. In this article, discover how context-aware remote support closes the IT resolution gap, reduces MTTR, improves security, and transforms ITSM for hybrid work.
Are you looking for a new IT service management (ITSM) tool? If so, do you know what your options are? Here we provide an overview of 42 ITSM tools to suit organizations of all different sizes and ITSM maturity.
What is ITSM? Why is it important? What are its benefits, and what are the quick wins? This article covers the essentials for anyone building or evaluating an ITSM function, from the definition and its history to the practical outcomes IT teams can expect once the discipline is running properly across the organization.
Service integration and management (SIAM), or multisourcing service integration, is a strategy organizations utilize to coordinate numerous internal and external service providers. This article offers quick insight into what it is and how it works.
Kotter’s 8-step Model is one of the most widely adopted approaches to change management globally. This article walks through what each of the eight steps involves, how they connect, and how ITSM and change enablement teams can put the model to work without reducing it to a checklist. It also covers where the model is most often misapplied.
Change enablement in ITIL 4 is the practice of making sure changes to IT services and infrastructure are implemented with minimum risk and disruption, while still delivering the value the change was supposed to bring. This article covers what shifted between ITIL v3’s change management and ITIL 4’s change enablement, why the shift is important, and what the practical difference looks like day to day.
To measure, document, and report IT service availability in ways that are useful to your organization and its customers, you need to do two things. Stuart Rance walks through what those two things are, why the standard availability reports most organizations produce fail to give a useful picture, and how to get to something better.
Daniel Breston takes a closer look at the ITIL 4 Service Value Chain and asks you to observe and consider what the framework depicts against the way you deliver value with technology-based solutions today. A practical prompt to test whether the model is describing what your organization does, or what it thinks it does.
Once you recognize that your IT organization has an IT hero culture, and that it’s not that great for your business, what can you do about it?
This article is about a personal customer support experience with a very successful online retailer and what IT support organizations can learn from it.
This article offers an overview of our ITSM.tools Solution Snapshots, including what they cover, and how to get involved.
Internal audits aren’t just about ticking compliance boxes. Instead, they’re about ensuring governance, optimizing service performance, and aligning IT with business strategy. When it comes to IBM software and services, an IBM internal audit provides your organization with critical insights into associated risks and potential cost savings.
Instead of relying solely on traditional major incident management workflows, IT teams need to diversify and modernize their approach by infusing intelligence into their incident response flows. This article explains how IT incidents and major incidents are detected, analyzed, and resolved better with AI.